The Abingdon Medical Practice Questionnaire January 2013 Run during October completed after GP visit 450 ed copies, 50 returned For complete report for 2012/13 see

Population profiles Oct 2012 survey profile Oct 2012 survey web profile Practice profile

Based on previous questionnaires with some added questions: E.g. Reception, telephones, opening hours E.g. Nurse phone back, web bookings, SMS access Access Future Developments Level of care E.g. Patient scoring of treatment Other Comments E.g. Any other suggestions from the comments

Access to the Abingdon A Satisfaction with Reception B Satisfaction with opening hours C Getting through on the telephone D Getting to see your usual GP Shows phone access scoring lowest

Level of Care A Satisfaction with doctor's questioning B How well doctor listens C How well doctor puts patient at ease D How much doctor involves patient E Satisfaction with doctor's explanations F Satisfaction with time doctor spends G Satisfaction with doctor's patience H Satisfaction with doctor's caring and concern Shows good care possible improvement on time spent

Extended hours Percentages (satisfied, or wanting, early morning, lunch, evenings or Saturday clinics) 2011 results 2012 results Shows Saturday extended hours is still the favourite but 2012 produced more requests for evenings.

Use of new technology Shows SMS has increased in popularity for appt and treatment reminders

Main actions for 2011to12 Questionnaire Telephone system – lines installed ready to start queuing. The introduction of internet booking using EMIS access – up and running 70 patients registered. The music has also received a mixed response and we will pilot soft classical music – latest comments mixed Next year we will try to the questionnaire to improve patient coverage. – 450 ed in 2012 with good (11%) response Opening on a Saturday remains a favourite option for extended hours we had flu clinics on a Saturday as well. The doctors try to maintain patient continuity of care – response re access to GP unchanged The idea of SMS appointment reminders didn’t seem to be an issue as appointments missed give the GPs time for catching up on patient administration. – reviewed in 2012 survey. The website will be updated to use it for more interaction such as an on-line discussion forum or to register for ed newsletters and onl-ine booking – all completed and running see Patient feedback

Actions agreed for 2012/13 CONTINUE INTERNET APPT BOOKING WITH HIGHER PROFILE - more notifications AIM FOR PLAIN ENGLISH IN ALL PATIENT INFORMATION - Patient forum to review practice booklet TELEPHONE UPGRADE TO A QUEUING SYSTEM REFURBISHMENT - Most comments concerned the shabby upstairs waiting room. SMS TREATMENT AND APPT REMINDERS